Customer Care Professional – Global Disputes Servicing

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4th in Great Place to Work's Best Company To Work For 2025
Top GBS Employers for the Philippines (2025) by the Everest Group

How will you make an impact in this role?

A DGT Representative operates as a pivotal point of contact for cardmembers (CMs) facing transactional concerns, ranging from merchant disputes to unidentified charges. The role is multifaceted, encompassing root cause analysis, dispute resolution strategy, and compliance adherence to safeguard both customer satisfaction and organizational integrity.

Responsibilities

• Dispute Resolution & Mediation: Proactively mitigate Card Member disputes by guiding customers through resolution strategies such as merchant portal navigation and transaction clarification, aiming for high first-contact resolution. Act as a mediator between Card Members and Merchants to ensure accurate, compliant outcomes through thorough research and analysis in alignment with Regulation Z and the Fair Credit Billing Act (FCBA).

• Consultative Partnership & Financial Impact: Serve as a consultant and conciliator between Card Members and American Express to gather evidence, communicate resolutions clearly, and recommend alternative solutions that minimize financial write-offs and support long-term customer satisfaction.

• Analytical Case Resolution: Conduct in-depth analysis of Card Member concerns using structured probing techniques to distinguish legitimate disputes from potential fraud, ensuring accurate case categorization and processing in alignment with GDM and FCIA protocols for efficient downstream handling.

• Dispute Lifecycle Management: Own end-to-end dispute handling by serving as a liaison between Card Members, merchants, and back-office teams to ensure accurate case setup, timely communication, and reduced resolution timelines. Leverage expertise in re-dispute management through thorough review of prior cases, merchant responses, and new evidence to drive effective case re-evaluation and resolution.

• Root Cause Analysis & Process Optimization: Apply investigative methodologies to identify systemic dispute patterns, enhancing process efficiency and minimizing repeat interactions. Partner with internal teams to refine dispute resolution frameworks, and initiate CMA (Card Member Agreement) research when case behavior indicates inconsistency with terms and conditions.

• Customer Advocacy & Experience Enhancement: Champion the Card Member’s perspective by delivering empathetic communication, clear guidance, and transparent resolutions throughout the dispute process—fostering trust, loyalty, and superior customer experience.

Qualifications

• Computer literate, able to navigate through multiple computer systems and applications simultaneously, with speed and accuracy.

• Natural communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the Card Member’s communication style.

• A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving the first contact.

• A capacity to learn, willingness to try new things, ability to incorporate feedback and agility through change and difficult situations.

• Resilience is needed to efficiently manage a steady stream of diverse customer portfolios, while balancing performance to meet a variety of metrics.

Preferred Requirements:

• Experience analysing complex information and make effective decisions in ambiguous situations.

• Disputes experience is preferred but not required.

• Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem solving skills

Additional Requirements:

• The Company works 24*7 and as such our colleagues work in shifts to provide coverage to Customers at all times. Flexibility to work in different shifts at any time, including weekends as per business needs (dependent on operational hours) is an additional requirement.

• Hybrid Environment- Need to be able to work in the office a minimum of 3 days a week, the same is subject to change as per business requirements and Company policy.

Additional Details: 

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig

• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)

• Work From Home Requirements:

• Must have at least 25 mbps internet connection plan / speed

• Must have a private & quiet area to work at home

• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.

Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day.

If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 6pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).